Job Title
Global Expert Team Analyst
Position type
Customer Support
Location
Bogota
Job ID
R36516
Job family
Help Desk
About Your Business Area/Department
The Global Expert Team (GET) is the 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions.
Summary of the role
The Global Expert Team (GET) Analyst acts as 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions. The Amadeus GET analyst is involved in providing 2nd level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting and diagnostics. The incumbent is specifically responsible for recovering incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided. The Integral Expert Team support group provides dedicated support to the Travel Agency customer sector. The team supports Travel Agency products and solutions on a 24/7 operation.
In this role you’ll
- Customer Relationship:



Respond to Amadeus customers’ questions concerning Amadeus Products and Solutions (research and validate the application and technical issues) to aid customers in understanding product functionality and outputs, ensuring the highest customer satisfaction.
- Acknowledge, investigate, and conduct logical analysis of complex issues, when possible through recovering incidents using knowledge solutions to restore service as quickly as possible within the service levels.
- Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
- Represent Customer Support as a functional expert in internal meetings with colleagues from different areas of the world.
- Technical Expertise: Functional, technical and product expert that allows for the acknowledgement, investigation and when possible, recovery of all incoming incidents within contractual SLAs.
- Considered subjec

📌 Global Expert Team Analyst (Bogotá)
🏢 Amadeus Hospitality
📍 Bogotá